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LUCKWAY SUPERMARKET Christy Allen, the manager of the Luckway supermarket, was v

LUCKWAY SUPERMARKET
Christy Allen, the manager of the Luckway supermarket, was very
concerned with the large number of complaints from customers,
particularly on Sundays, so over the last eight weeks she obtained
Sunday’s complaint records from the store’s service desk. These are
listed below.
Week 1:
out of butter
out of eggs
line too long
broken cart
overcharged
line too long overcharged
out of plums
broken cart
out of salt
slippery floor
cashier rude
store too warm
no lights in dairy section
Week 2:
out of sugar
fish smelled
no light in parking lot store cold
out of bread undercharged
out of bread
slippery floor
wrong price
out of item
broken cart
store too warm
store messy
noisy conditioner
too warm in store
Week 3:
overcharged
meat bad
overcharged
couldn’t find item
fish bad
line too long
line too long
overcharged
wrong price
broken cart
windows dirty
Week 4:
want smaller bag
out of grapes
couldn’t find item
out of peas
lines too long
unclean restroom
couldn’t find rice
meat smelled
too cold inside
couldn’t find item
telephone broken
store cold
Week 5:
overcharged
lines too long out of item wrong price noisy cart
out of bananas
out of sugar
bad fish
out of bread
out of Purina dog food
out of bread
didnt like music
Week 6:
restroom dirty
overcharged
out of walnuts
broken cart
lines too long
meat old
out of bread
too cold inside
wrong price
torn package
double charged
Week 7:
lines too long
couldn’t find rice
noisy conditioner
lines too long
out of bread
undercharged
out of sugar
out of apples
no Life cereal
overcharged
Week 8:
meat past sale date
unclean restroom
lines too long
fish had smell
meat past sale date
clerk rude
lines too long overcharged
lines too long
out of R&D pizza
Questions:
1. Analyze these data using Run Chart (or Data Collection Form)
and Pareto Chart. (1 page)
2. Construct a Cause-and-Effect (Fishbone) Diagram for each of the
two leading categories on the Pareto diagram. (1 page) 3. Please
identify issues and present recommendations for improving customer
satisfaction on Sunday. (2~3 pages)

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